Customer Service Development Manager

Job Description

1-Support in developing the customer service strategy and action plans.
2-Implement and execute the customer service implementation roadmap related to service development set by the CS Director General and monitor results against targets.
3-Analyze cross channel performance reports developed by the team, ensure channels meet the set targets, and communicate with Customer Service Operations & Service Channels Senior Manager for performance shortcomings.
4-Manage and coordinate with the relevant departments the implementation of continuous improvement of customer service processes and the CRM system across delivery channels.
5-Oversee the development of MOL customer service training curriculum and its delivery across channels.
6-Oversee and ensure the proper delivery of MOL internal communication updates (e.g. new/change in policy. process, other updates) to all relevant MOL departments/ entities.
7-Coordinate with the Quality Unit in the quality evaluation results of CS delivery channels.
8-Coordinate with the Customer Service Operations & Service Channels Manager to ensure the supply and demand of customer service related requirements are met.
9-Manage performance of the department and motivate and develop Customer Service Development employees.
10-Fulfill all other duties/tasks assigned by the Customer Service Director General when needed.

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